Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,
  
  We rented a vacation home from Utah's Best for our wedding weekend. We had approval from the company to have a dinner party at the house on Friday evening, which we did. The following day we got a call from the company saying we have been evicted from the house for having the dinner party, which they approved. They then proceeded to evict us from the house and lose/ damage many of our personal belongings. Then the following day they fined us $1,500 for having the party. I have called the merchant and credit card company to dispute the charge and they both keep going back to the fact that we signed a contract with the company. Yes, we did, but that does not give the company full discretion to fine us for items they approved and to break our belongings.

  Business Response

  Date: 10/20/2023

  We received numerous complaints about a large party with loud music and over 30 people at the home Friday night. We continued getting calls and text messages from neighbors until after 10:30pm when the contract clearly states quiet hours start at 10pm. We notified ***** about the complaints around 10:40pm. We continued to get complaints the following morning from the neighbors about the cars in driveway and parked on the street as well as smoking at the home. We notified ***** that we were going to have to evict them from the home due to the breach of contract and they would need to be out of the home by 3 pm. He said he would call back but did not. We called back numerous times to speak to ***** but would just get the voicemail. The neighbors then let us know that there was a group of about 45 people loading a large tour bus dressed like they were going out for the night. We called ***** again with no answer or response. When we arrived to the home there were police outside responding to complaints from the neighbors. We called ***** again letting him know we were at the home to remove their item since he had not left as instructed. 

  There
  was an agreed upon dinner party of 30 people total and they did not have permission for the additional 30+
  people for the cocktail party after. 
  There
  were members of the party smoking inside/outside the home. 
  There
  were more than the allotted 4 car maximum parked at the home and additional
  vehicles parked on the street. 
  There
  were numerous phone calls, emails and text messages from neighbors
  complaining about the noise and street parking friday night and the
  majority of Saturday. 

  They were fined per the terms of the rental agreement. 

   

   

   

   

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at a property of Utah's Best Vacation for the week of Thanksgiving. Property location: *** * ***** ***** ** Midvale, UT 84047. Dates: 11/22-11/27, 2022 Cost: 1,495.82
  Property was in dis-repair and unsafe. Was supposed to have a working fireplace. Gas was flowing to pilot light but gas not going to fireplace. Called the first day there and they said they would send someone right away. No one came to fix, no one called back. That night sent an email that it was broken and needed to be replaced and not to bother the company on Thanksgiving unless there was a fire or gas leak. If the fireplace was broken and they already were working with the "owner" to get it replaced, it should have been placed in the listing ad. And they shouldn't have said they were sending someone to fix. All pictures show a glowing fire and it is listed among the amenities. Additionally, many other things wrong with this unit: No batteries, door open on 2 smoke detector upstairs - in master and outside other bedrooms. Unsafe. If there had been a fire those alarms would not have gone off. Light in the kitchen is hanging unsafely by the wires. When pushed in it goes on but won't stay on. Faulty wiring and an electrical hazard. The washing machine doesn’t fill or work properly, ran for 6 hours just constantly filling and emptying. Dryer doesn’t dry clothes, 2+ hours and still not dry. Unit was advertised as having a working washer and dryer.  Among other issues, bathroom fan broken, shower head leaking, advertised kitchen supplies missing and dirty bathroom.
  When we reached out to the company about these many issues they did agree to give us a small refund ($250), but then, after the fact, penalized us $100 for checking in early since we complained about the property being unsafe and so many things not working. After they had already agreed to let us in for no charge. So they only refunded $150. Email correspondence is attached. Seeking a $500 refund.

  Business Response

  Date: 01/11/2023

  Our Maintenance team was unaware that a previous guest had removed batteries from the smoke detectors and went out to the home as soon as they were notified of the missing batteries. We take the safety of our guests very seriously and they made this top priority. The fireplace was not an easy fix and required a fireplace technician to visit but they were unable to visit until after the guest stay. The Washing machine and dryer do work as our cleaners use them to launder all linens in the home between every stay without issue.  The other items listed have been corrected by our maintenance staff. We will go ahead and issue an additional refund of $250 for the inconvenience of not having the fireplace and the safety issue with the 2 smoke detectors. 

• Initial Complaint

  Date:09/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed in **************** at a house reserved on **** vacation home rental webpage. We stayed aug 31-sept 5. During our arrival the code to enter the house was incorrect. We waited 45 min in 106 degree heat outside of the house with melting groceries. Finally we were contacted with the appropriate access code to enter the house. Because of this we were late to a ******* play that had been the foundation of our trip. Also the garage door was broken, the master bedroom light broken. We called the management and they have sent out workers to fix the problems. They spent 7 hours on our second day banging around the garage with three different workers trying to fix the garage doors. The noise was ridiculous and our one year old couldnt take a nap with the noise. We called management four time requesting to speak with a manager. We had been promised compensation by another employee, only to be told later by the same employee that the manager wouldnt authorize compensation. Despite multiple promises to have a manager call us to discuss the issue, we have been repeated lied to with no one following up. This is the worst rental company we have ever dealt with and we travel frequently. I would ask for a partial refund of our stay, due to service promised that werent rendered, as well as them ruining our trip with all the delays and multiple hours spent disturbing the peace while we were at the rental trying to enjoy ourselves.

  Business Response

  Date: 09/06/2022

  I spoke to the guests multiple times during their trip. After our maintenance guys tried unsuccessfully to get the garage door fixed and were finally able to reach a garage door company who could service it over the holiday weekend the guest declined to have it repaired. We came to an agreement on a refund amount for their inconvenience and the issue has been resolved. 

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply disappointed and upset at how UBVR mishandled our concerns. We've had a horrendous stay with multiple injuries from broken furniture, slips and bruising from the house being flooded, and issues with sanitation upon check in, broken doors, mold, along with a plethora of other issues all communicated to UBVR by phone and email. The customer service team outside of sending a maintenance person to take photos has done NOTHING to address any of the issues communicated to them. The lack of actions to do anything to address any of our concerns and injuries has been extremely upsetting and ruined our entire stay. In my entire life renting properties, I've never encountered an organization such as UBVR that cares nothing about the safety and comfort of their clients. I have taken videos, photos and I have not slept multiple nights, feel extremely ill over this entire situation. We are checking out in a few hours and after this I will never rent another property with UBVR. Our entire week's vacation has been ruined. Issues can happen but lack of responsibility to insure customers are ok, means the organization is completely broken and deeply mismanaged.After filing a report with BBB, UBVR responded back to BBV claiming they tried to refund me for my stay. That is a complete falsehood and lie. Not once did UBVR offer me a refund or even as much as an apology. They run the organization with lies and scams.

  Business Response

  Date: 09/06/2022

  We responded to ***** 1st BBB complaint (********) and just like our attempts to contact her during her stay, she hasn't been timely at responding and it has now resulted in 2 filed claims. 

  but as a recap-

  The leak inside the home was something out of our control due to the weather conditions at the time of her stay. The complaint about the toilets being dirty was not valid, her own pictures showed they were clean, and our cleaners were turned away by the other people in her party because they had said there were no cleaning issues. We followed up via email with **** right after the cleaners left to verify this and didn't hear back from her until 2 days later and it was at that time she made us aware that the ceiling in the dining room had a leak. There had been monsoon style rainstorms each night of their stay and the roof was leaking. We couldn't do anything about the leak until the rain had stopped and a licensed roofer could get over to the home. We tried to take care of the items within our control during her stay but she was not timely with responding back to us. Unfortunately because of the amount of rain, the roof leak was a problem during her stay. We can offer a refund of up to $300 for the inconvenience of the leak in the ceiling but would not be willing to do more than that.